服务管理视角的政务微信公共服务研究

发布时间：2018-08-01 08:12

【摘要】：随着科技进步特别是移动网络和设备的迅猛发展,截至2016年12月,国内手机网民已达6.95亿,占网民总数的95.1%。与此同时,我国政府对网络信息化方面的工作越发重视,习近平总书记多次在中央会议上强调各级党政机关和领导干部要利用网络走群众路线,让互联网成为新的互动平台、民生途径及公众参与渠道。在国家大力倡导服务型建设的大背景下,公共服务的供给显得尤为重要,政务新媒体的推广被认为是提升公共服务水平的重要途径,政务微信作为政务新媒体的重要组成部分,其优势也越来越得到凸显,本文对政务微信的研究主要侧重在其服务‖属性,政务微信在公共服务领域价值如何体现?服务质量如何?是否存在问题?国内学者关于这方面的研究还比较少,笔者将从分析政务微信的公共服务价值入手,探索提升公共服务水平提升的方法,借助服务管理中最核心的服务质量理论,从这一角度对政务微信现阶段的公共服务质量进行调查研究,并基于研究结果提出相应的对策建议。首先本文将分析政务微信作为公共服务供给媒介的价值和优势,以及提升政务微信的公共服务水平的意义,而谈提升之前首先应谈现状。为了更好的了解政务微信目前的公共服务发展水平,笔者基于服务管理的视角,结合服务质量评价模型、电子政务及信息服务质量评价等理论,提出研究假设,构建了政务微信公共服务质量研究模型,并设计出相应的量表结构和调查问卷,通过问卷星平台进行专业的制作和发放,对问卷所得数据运用SPSS19.0软件进行分析。结果显示政务微信的公共服务质量在响应性、移情性、可靠性、保证性和易用性五个维度均存在一定的差距,未能达到公众的预期。探索性因子分析结果显示可靠性和保证性这两个维度聚合较好,因此将二者整合成一个全新的维度可信性‖,因此对原政务微信公共服务质量研究模型进行了修正,得到的新模型包含响应性、移情性、可信性和易用性四个维度,同时提出本文新的研究假设,即这四个维度正向影响政务微信公共服务质量。多元线性回归分析结果显示响应性、移情性、可信性对政务微信公共服务质量的影响呈显著正相关,而易用性对政务微信公共服务质量的正向影响并不显著。政务微信公共服务质量影响因素的重要程度由大到小为响应性移情性可信性易用性。文章的结尾笔者分析了政务微信产生这样问题的原因,并从多方面就政务微信公共服务水平的提升提出相应的改善措施。
[Abstract]:With the rapid development of science and technology, especially mobile networks and devices, as of December 2016, the number of mobile phone users in China has reached 695 million, accounting for 95.1 percent of the total number of Internet users. At the same time, the Chinese government is paying more and more attention to the work of network informatization. General Secretary Xi Jinping has repeatedly stressed at central meetings that party and government organs and leading cadres at all levels should use the network to follow the mass line and make the Internet a new interactive platform. Livelihood channels and public participation channels. Under the background of advocating the construction of service, the supply of public service is particularly important. The promotion of new government media is considered to be an important way to improve the level of public service. Government WeChat is an important part of new government media. Its advantages are becoming more and more prominent. The research of this paper mainly focuses on its service attributes, how to reflect the value of government WeChat in the field of public service? What is the quality of service? Is there a problem? Domestic scholars on this aspect of the research is relatively small, the author will start with the analysis of the value of public service of WeChat, explore ways to improve the level of public service, with the service management in the core of the service quality theory, From this point of view, this paper investigates and studies the public service quality of WeChat at the present stage, and puts forward corresponding countermeasures and suggestions based on the research results. Firstly, this paper will analyze the value and advantage of government WeChat as a medium of public service supply, and the significance of improving the level of public service of government WeChat. In order to better understand the current level of public service development of WeChat, the author based on the perspective of service management, combined with the service quality evaluation model, e-government and information service quality evaluation theory, put forward the research hypothesis. The research model of public service quality of WeChat is constructed, and the corresponding scale structure and questionnaire are designed. The questionnaire star platform is used to make and distribute the questionnaire, and the data obtained from the questionnaire are analyzed by SPSS19.0 software. The results show that the quality of public service of WeChat has a certain gap in five dimensions: responsiveness, empathy, reliability, assurance and ease of use, and fails to meet the expectations of the public. The results of exploratory factor analysis show that the two dimensions of reliability and assurance converge well, so the two dimensions are integrated into a new dimension of credibility, so the original research model of public service quality of WeChat is modified. The new model includes four dimensions: responsiveness, empathy, credibility and ease of use. At the same time, this paper proposes a new hypothesis that these four dimensions positively affect the quality of public service of WeChat. The results of multiple linear regression analysis showed that there was a significant positive correlation between responsiveness, empathy and credibility on the quality of public service of WeChat, while ease of use had no positive effect on the quality of public service of WeChat. The importance of influencing factors on public service quality of WeChat is from large to small for responsive empathy credibility and ease of use. At the end of the article, the author analyzes the causes of this problem, and puts forward the corresponding improvement measures from many aspects to improve the public service level of government WeChat.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D63

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